Chat assistant overview

The chat assistant is a chat bubble on your storefront. It answers order, shipping, return, refund and cancellation questions. It uses the shopper's verified order and the policies you publish in Lumen.

The chat is on in the Chat assistant and tracking form and Chat assistant only modes. See How shoppers track orders.

Turn it on

1. Go to Online Store → Themes → Customize → App embeds.
2. Switch on Lumen Chat Widget.
3. Click Save.

The bubble appears on your storefront. Use Settings → Page visibility to limit it to some pages. See Appearance and position.

What shoppers see

When a shopper opens the chat, the assistant greets them by its bot name. Quick buttons offer common questions:

• Shipping policy
• My package is late
• Delivered but missing
• Wrong item received

Shoppers can also type freely, or use Track an order to open a short form inside the chat.

Verification in the chat

Before it talks about an order, the assistant asks for the order number (or tracking number) and the checkout email. Lumen's server checks them with Shopify. The AI never decides whether a shopper is verified.

After verification, the shopper can ask follow-up questions in the same chat without verifying again. See How order tracking works.

How it answers

• Order questions come from the verified Shopify order: status, shipments, carrier, tracking links and estimated delivery when the carrier gives one.
• Policy questions come from the policies you published in Policy knowledge. If a policy isn't published, the assistant says it doesn't have it and offers your support contact.
• The shopper's language: the assistant replies in the language the shopper writes in. See Languages.

The assistant never invents delivery dates and never promises to change, cancel or refund an order. It runs on Claude (Anthropic), with OpenAI as a fallback if Claude is unavailable.

When a shopper needs a person

The assistant opens a ticket when a shopper:

• asks for a person or the store team,
• is clearly frustrated,
• reports a package delivered but not received, or a wrong or damaged item,
• asks the store to change the shipping speed or address, or to cancel or edit the order.

Every ticket needs a verified order. If the shopper hasn't verified yet, the assistant asks for the order number and checkout email first, then opens the ticket. The shopper sees the ticket number. See Tickets.

What the assistant tells the shopper depends on your human handoff setting.

Thumbs up and thumbs down

Shoppers can rate an answer about their order.

• Thumbs-up marks the conversation Helpful.
• Thumbs-down marks it Not helpful and offers Get help from the store. If the shopper clicks it, Lumen opens a high-priority service request. A thumbs-down alone opens no ticket.

You can filter Conversations by this feedback.

Over your monthly limit

When your store passes its plan's monthly conversations, the chat runs in basic mode. Shoppers can still look up an order with their order number or tracking number and checkout email. AI answers to other questions pause until next month or until you upgrade. See Plans and pricing.